- EasternScriptAsked on December 13, 2016 at 09:36 AM
Hi - We are having an issue with one user and one form.
The user originally filled out the Title Search Order Form. Since filling it out, he has now received 5 confirmation (auto responder) emails. I can see the log and it appears that he is filling out the form multiple times, but he claims this is not the case.
Can you shed any light as to way this happening and how to stop it?
- JotForm SupportJanAnswered on December 13, 2016 at 10:49 AM
I checked your submission page and I can see that the user submitted the form multiple times. As you can see on the screenshot below, the dates and times are different.
You can set the Unique Submission function to prevent multiple submissions from one browser or same IP address. Here's a guide: https://www.jotform.com/help/64-How-to-Set-Unique-Submissions-on-a-Form.
You can also set a Unique Question to prevent multiple submission that has the same answer. For example, email address or phone number. The next user cannot enter the same phone number or same address. Here's a guide: https://www.jotform.com/help/223-How-to-set-Form-Limits-Based-on-a-Unique-Question.
Hope that helps. Thank you.
- EasternScriptAnswered on December 13, 2016 at 05:28 PM
I checked the log and saw the same thing, but the client has said that they only submitted once and now are getting 'random' confirmations.
The unique submission/question options aren't really good, since we want people to make more than one request.
Is there any other information that I can send you that might help us find a solution?
- JotForm SupportBDAVIDAnswered on December 13, 2016 at 06:58 PM
Please enable unique submissions in order to break that loop that duplicates the submission. Setup "Check cookies only" in order to restrict the browser where it is getting submitted from, and not the whole IP address.
Let us know if that works.
- EasternScriptAnswered on December 14, 2016 at 10:05 PM
UPDATE AND NEED MORE HELP:
1. I had changed the 'unique submission' to 'check cookies only', but it didn't work as a solution b/c the form stopped me from submitting another request (clients often submit more than one). So I removed that, but I had added a recaptcha, so I was hoping that would stop things from resubmitting.
2. I sent 2 test submissions - one from Firefox and one from Chrome (it allowed multiple submissions if I used a different browser). The one that I submitted from Chrome has just now sent me the second autoresponder (as if I had just submitted it again). So apparently the problem is ongoing, replicable and still needs to be solved within the parameters of what Eastern Script needs to provide for clients.
Because I was doing this, I can confirm that I did not manually submit this again, nor was the website open in my browser. If you need anything from me to help troubleshoot, please let me know.
Please advise. Thx, Carol
- JotForm SupportsethAnswered on December 15, 2016 at 12:15 AM
I couldn't replicate the issue on my side. I sent two test submissions to your form, none of them were duplicated. I used latest Chrome web browser.
I think the issue is fixed. Could you please check again and if the issue is persisting, turn back to us again?
Thank you very much.
- EasternScriptAnswered on December 15, 2016 at 02:09 AM
As you can see from the log, the form submissions (that I did) were HOURS apart. The first one (see screenshot above) was the one that I actually did. The second one showing at 21:46 came spontaneously. It seems to me that you just submitted the form twice (which is fine, but not the problem).
If nothing has been changed then I doubt that this problem has been fixed. All I'm saying is that the same thing that the client was saying happened, happened again when I sent a form submission (which, in my opinion, validated that there is a problem).
It will be interesting to see if you get another auto-response email. I will check in on the logs again in a few hours.
- JotForm SupportChriistianAnswered on December 15, 2016 at 02:38 AM
I'm currently checking the issue. Please allow me some time to further investigate. I'll get back once I've found a solution.
- JotForm SupportChriistianAnswered on December 15, 2016 at 02:59 AM
I also did a test submit on your form twice. I can see that in your email logs, the autoresponder email sent to firstname.lastname@example.org (my test email) twice also.
If in case, the test submissions became multiple submissions on your end, please don't hesitate to contact us again.
- EasternScriptAnswered on December 15, 2016 at 11:13 AM
In order to test this problem accurately and to recreate what is being experienced by myself and the client, you need to STOP submitting the form twice. That is NOT the problem.
The issue is that the user is submitting the form ONCE and then gets multiple auto-responses at varying intervals. Maybe I wasn't clear about that.
In both cases, it shows up in the logs as if we had physically submitted the form multiple times, but I am swearing on a stack of Bibles that the form using the title 'test2-Chrome' was only physically submitted ONCE by me. When I saw that happen, I started believing the user who originally brought this to my attention that s/he had only submitted ONCE as well, but was receiving multiple auto-responses.
In my case, the form I submitted that had a problem was submitted via the Chrome browser. The form that I submitted via FireFox did not have a problem. I am trying to contact the other client now and find out what browser s/he used.
The only accurate way to test this problem is to (a) submit ONE time using Chrome and (b) wait 12 hours - several days to see if you get multiple auto-responses.
The client that had the original problem has now received 5 such auto-responses over the course of a week and a half (look for all the forms that appear to have been submitted by Lucius Dechausay)
I have received 2 that were about 12 hours apart.
- EasternScriptAnswered on December 15, 2016 at 11:15 AM
UPDATE: Just got a response from the first user about their browser. The form was submitted via Chrome.
Therefore, in order to test the problem and replicate it, you need to submit the form using Chrome and wait at least a day to see if you get multiple responses.
- JotForm SupportJanAnswered on December 15, 2016 at 12:29 PM
Thank you for providing these details. Let me try replicating the issue.
I will contact you once I was able to find out the reason why this is happening.
- JotForm SupportJanAnswered on December 15, 2016 at 08:10 PM
I opened your form (https://www.jotform.com/62566092553258) and then I did a submission. I put my email address. I am using Google Chrome.
I'll let you know if I received another autoresponder email after 12 hours or not.
- EasternScriptAnswered on December 15, 2016 at 09:54 PM
Hi - thanks for this response. I would argue that the form should have been submitted from the website in order to try and replicate the problem, but I'm not sure if that would make any difference.
I will post again if I receive any more auto-responses.
- JotForm SupportChriistianAnswered on December 15, 2016 at 11:10 PM
Per your suggestion, I have also sent a test submission from your website to see if I can replicate it there. I checked with my colleague Jan and so far he only received 1 autoresponder for his submission. I have also received one autoresponder on my end.
We will keep monitoring our emails for autoresponders from my submission on the website and his submission from the direct url. We'll keep you updated on this thread if we have any news.
- JotForm SupportsethAnswered on December 20, 2016 at 09:19 AM
Your forum entry can not be seen on the forum thread. Please open a new forum entry for your issue from the web page:
We are investigating this issue on our backend team. We will notify our users if we find something.